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RETURNS & COMPLAINTS

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I would like to return my products. How can I proceed?

If you are not 100% satisfied with your order, we will be happy to accept your return within 28 days from the date your order was delivered, subject to the rules below:. 1. You can return products as long as they are unused and in their sealed origin

Which products are not eligible for return?

Before you initiate a return, we kindly ask you to make sure that the items are eligible for a return. The following products are not eligible for return:. • Tested or used products• Goods having their seal broken*• Products that are damaged after re

Do I have to pay the return shipping charges?

Within Germany, we offer free return shipping labels. To proceed with your return within Germany, please visit our website www.zoevacosmetics.de. If you initiate a return from a foreign country, you will be responsible for the return shipping costs.

My parcel arrived damaged or items are missing.

Before accepting your parcel upon delivery, we highly recommend inspecting your package to ensure that there are no signs of damage and that all items are included. If the parcel appears damaged or if goods are missing, we encourage you to decline th

One or more items arrived damaged or faulty.

After receipt of your parcel, please make sure that all goods have been delivered in full and in impeccable condition. In case you note any kind of damage or defect, please contact our Customer Care Team to file a claim.

How can I file a product complaint?

If you are not 100 % satisfied with the quality of a ZOEVA product, you may report a claim. Kindly reach out to our Customer Care Team and attach photos of the product, showing your concern.

Can I file a claim for items that have been purchased from a retailer?

We only accept returns and complaints for goods that have been purchased through our official website www.zoevacosmetics.com. If your products were purchased through a retailer, we kindly ask you to get in touch with the reseller directly.